Customer Ratings & Reviews

Hi Pinzas, We are sorry to hear that you are experiencing issues with your WH-1000XM4 headphones. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please try the steps on our related article link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204551

For further assistance, please contact us for help.

Please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Full Name:
Best Buy Username:
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Model Number:
Issue:

Regards,
Carl

Thank you for your feedback, EfrainL. We are very sorry to hear that your experience with the WH-1000XM4 headphones did not meet your expectations. This is certainly not the experience we aim to deliver, as we designed these headphones to provide a premium sound and a truly personalized listening experience.

While we completely understand your decision to return them, we would be honored if you would give us the opportunity to help first. Sometimes, a quick adjustment to a setting or a simple troubleshooting tip from our support team can make all the difference. We would love to help you get the most out of your headphones before you make a final decision.

If you are open to it, please feel free to reach out to our customer support team for some assistance. We value your feedback and want to make sure you have the best possible experience.

For contact options, please visit:
https://us.esupport.sony.com/support/s/support-contact?category=headphones

Thank you for being a Sony customer.

Best regards,
Gus
Sony Social Media Team

Hi Comcast, While we are glad to hear that you are happy with the sound quality of your WH-1000XM4, we are sorry to hear that the noise canceling did not meet your expectation. To improve the noise canceling quality of the headphones, please try the steps on our help guide link to troubleshoot the issue: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html

You can also use the Sony Headphones Connect application to fine tune your music to your liking.

Should you need further assistance, please contact us for help.

Please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi LyndseyTaylor, We are sorry to hear that you are experiencing issues with your WH-1000XM4 headphones. To get a more comfort fit for the WH-1000XM4, please use the slider to adjust the headphones to your size.

If you need assistance with your headphones, please contact us for help please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi ChuckD,

We're glad that you like the sound quality and app functions of the headphones. It's unfortunate that you had to return it because of connectivity issues. Having the latest software version will provide optimum performance to the headphones. These steps might have also improved your experience:

-Set the headset to “Priority on stable connection” mode (using the Sony Headphones Connect app).

-Bluetooth communications may be disabled, or noise or audio dropout may occur under the following conditions:
a. When there is a human body between the headset and the Bluetooth device.
In this case, put the Bluetooth device in the same direction as the antenna of the headset to improve the Bluetooth communications.
b. There is an obstacle, such as metal or a wall, between the headset and the Bluetooth device.
c. In places with wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc.

-Because Bluetooth devices and wireless LAN (IEEE802.11b/g/n) use the same frequency band (2.4 GHz), microwave interference may occur and result in noise, audio dropouts, or communications being disabled if this headset is used near a wireless LAN device. In such a case, perform the following steps:
a. When connecting the headset to a Bluetooth device, use the headset at least 10 m (30 feet) away from the wireless LAN device.
b. If this headset is used within 10 m (30 feet) of a wireless LAN device, turn off the wireless LAN device.
c. Use this headset and the Bluetooth device as near to each other as possible.

-If you are enjoying music with your smartphone, the situation may be improved by shutting down unnecessary apps or restarting your smartphone.

-Connect the headset and the Bluetooth device once again.

Your feedback is greatly appreciated. Thanks for sharing your review and we hope you consider Sony in your future purchase.

-Ralph

Hi Justin, We are sorry to hear that you are experiencing issues with your WH-1000XM4 headphones. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime, please follow our Help Guide link to isolate and troubleshoot the issue: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752805.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Full Name:
Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi SonyXM4,

We regret to hear that these headphones were already returned. Your feedback is greatly appreciated. The audio playback on this unit may be delayed from that on the transmitting device, due to the characteristics of Bluetooth wireless technology. As a result, the sound may not be in sync with the image when viewing movies or playing games. Having the latest software version installed and setting the headset to “Priority on stable connection” mode (via the Sony Headphones Connect app) might have improved your experience. Thanks for sharing your review and we hope you consider Sony in your future purchase.

-Ralph

Hi RonS, we're really sorry to hear that you had a bad experience on your first flight with your new WH-1000XM4s. That's definitely not what you should expect from these headphones.
We can try a few simple things that often clear this right up:

-Make sure you use the Sony | Sound Connect app and run the "NC Optimizer" function. It basically calibrates the Noise Cancelling for your specific fit and the current atmospheric pressure.

-A quick reset can fix many minor electronic glitches. With the headphones plugged into charging, press and hold the Power and Custom buttons at the same time. The headset will be reset. Find detailed instructions here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html

-Just to be sure, connect them to the app and check if there's any new firmware update available.

If the issue continues, please reach out to our support team for further assistance at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony and for bringing this to our attention.
Sincerely,
Estefany

Hi there, We're sorry to hear that you have issues with your earphones. It's unfortunate that you are not having a complete experience with the connectivity and touch controls features of the headphones. For optimum performance, make sure that the software version of the headphones is updated (via the Sony Headphones Connect app).

In the factory setting, the built-in proximity sensor in the left unit and the built-in acceleration sensors in each of the left and right units detect when the headset is attached to or removed from your ears, and the headset automatically controls the touch sensor control panel’s operation, powering off, pausing music playback, etc. (Wearing detection). By using the “Sony | Headphones Connect” app, you can change the settings of the wearing detection automatic music playback pause and resume function and the wearing detection automatic power off function (the battery saving function). For more information, please refer to this link:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html

The steps on this link may also help you when using touch controls of the headphones:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204192 . You may also find this link helpful:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html

As for connectivity, Kindly try to delete pairing data, and then pair the unit and device again. You may also refer to the troubleshooting steps on this link to help resolve the issue:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752755.html

Resetting and initializing the headset may also help resolve the issue:

Resetting the headset

-Press both the (power) button and the CUSTOM button simultaneously while charging. The headset will be reset. The device registration (pairing) information is not deleted.
If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.

Initializing the headset

-Turn off the headset while the USB Type-C cable is disconnected and then press and hold the (power) button and the CUSTOM button simultaneously for 7 seconds or more.

The indicator (blue) flashes 4 times, and the headset is initialized. This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the device and then pair them again.

And of course, the ear cups of the WH1000XM4 can be replaced. Please refer to this link for more information: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00231437.

If still not resolved, please let us know so we can turn your experience around. Please email the below information to socialsupport@am.sony.com. Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.


Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WH1000XM4.


We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!


Sincerely,
-Craig
Sony Social Support

Hi Tamara,

We regret to hear your XM4 turns off randomly while watching Netflix and playing music. One of the possible solutions to the issue is by updating the firmware of the headphones (via the Sony Headphones Connect app) for optimum performance. The software update improves the general performance of the unit and includes key features, applications, and bug fixes. If your WH-1000XM4 Headphones turn off unexpectedly after few minutes of use:

1. Make sure the batteries are fully charged.
2. Connect the headphones to an audio device, computer, or mobile device with Bluetooth or the supplied audio cable.
3. If the headphones turn off, listen for the Voice Guidance message:
• When the remaining battery charge is low: “Low battery, please recharge headset”
• When automatically turning off due to low battery: “Please recharge headset. Power off”
4. Initialize the headset, and pair the headset and the device again.
Ref: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html

Note:
• When you listen to music while wearing the headset on your ears, the headset will pause music playback automatically if the headset is removed. When the headset is worn again, the headset resumes music playback
• The headset will automatically turn off after 15 minutes of not being worn. This setting can be changed using the “Sony | Headphones Connect” app.

If you need further assistance, you can email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Regards,
Jess

Hi RK777, Thank you for the feedback on your new Sony WH-1000XM4 headphones! We're sorry to hear that these headphones did not exceeded your expectations. To get the most out of these headphones particularly in sound quality and overall performance, please make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app). Also, there is an equalizer to fine to the music according to your preference.
Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Thanks for choosing Sony! -Sam

Hi Littlesky,

We regret to hear that you are not satisfied with the headphones. Your feedback about the design is greatly appreciated. We also would like to know more about your experience with these headphones on an airplane. Please email us at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
-Ralph

Hi yutman, thanks for choosing and purchasing our product. Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Meanwhile, the Equalizer lets you customize sound levels to suit your music. Thanks for choosing SONY! ~Earl

Hi Josh,

We sincerely regret that your Sony WH-1000XM4 earpiece detached after only 60 days. That is unacceptable for a premium item, and we absolutely understand your frustration with having to use electrical tape after being denied a repair.

We appreciate you sharing your candid feedback on the product's durability and the limitations of the standard warranty. We are relaying your comments directly to our teams so we can review the quality of the hinge design and our repair policies.

Thanks for choosing Sony,

Best regards,
Eliab

Hello ShawnG,
Wow! Thank you for this on-point and wonderful review of our WH1000XM4. We are truly delighted to hear that you appreciate all the amazing aspects of our XM4 from the amazing sound quality, superb noise canceling capability, elegant design and color, long battery life, seamless connectivity and other smart features. With this headphone, you will surely enjoy listening to your favorite tunes without the hassle of the outside world. Your feedback is highly appreciated and thank you for choosing Sony! - Marco

Hi dfelix419, Thank you for the feedback on your experience with your new WH1000XM4. We're very happy to hear you love the newest features of your Sony headphones. For future reference, we can offer assistance on how to set up or operate the features and functions of your Sony headphones by visiting our Sony Support website to download the help guide and look for additional information about your product. Also, you can chat with one of our agents who would be glad to help.
The WH-1000XM4 is a new design, with intelligent and intuitive Ambient Sound Control features that include improvements to Multipoint connection and our industry-leading Noise Cancelation, exceptional sound quality, and Smart Listening that adjusts to your behavior and location. Thank you for choosing Sony! -Sam

Hi jimp,
Thank you for reaching out to us. While we are glad you like the sound of the XM4 headphones, we're sorry to hear the issue that you are experiencing when using the unit for phone calls while driving. You may hear noise (such as a creak, click, or static) through the wireless headphones when traveling through tunnels, or other environments which air pressure changes easily, even if the noise canceling function is on. If this occurs, temporarily turn off the noise canceling function on the Headphones Connect app.

Note:
This symptom has been confirmed to occur often when traveling through the following places at a fixed speed:
Places where the tunnel widens.
Places where the tunnels exits into an area shaped like a ditch.

You may also check this link if white noise is heard during a call on the headphones:
https://www.sony.com/electronics/support/articles/00273844

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com.
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Regards,
Kris

Hi TechGuyCA, Thank you for upgrading to your new Sony WH1000XM4! We're very pleased to hear you like the full sound, excellent bass, long battery life, Type-C charging, multipoint connect feature, comfortable fit, and amazing Bluetooth range of your new Sony WH1000XM4. At Sony, we are always looking to improve our product quality and features. We have noted your input about the plastic components and will be sure to forward this feedback to the appropriate department. But please be assured that the WH-1000XM4 headphones have a robust design which helps prevent any type of breakage under normal use.
Intelligent and intuitive, the WH-1000XM4 headphones offer further improvements to our industry-leading noise cancelation, exceptional sound quality, and smart listening that adjusts to your behavior and your location. Using the Sony Headphones Connect app, Ambient Sound Control lets you adjust the volume of background sound and gives you the option to allow voices alone to be heard. Meanwhile, the Equalizer lets you customize sound levels to suit your music. Thanks for choosing Sony. -Sam

Hi anon17, We're glad that you like the look and sound quality of your headphones. We also appreciate your feedback about he Bluetooth. We value your feedback as it helps us in improving our products. The WH-1000XM4 is a new design, with intelligent and intuitive Ambient Sound Control features that include improvements to Multipoint connection and our industry-leading Noise Cancelation, exceptional sound quality, and Smart Listening that adjusts to your behavior and location. Thank you for choosing Sony! Erin